Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.

The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.

As we release version 1.0 of Q-Suite NG, it makes sense to explain why we felt that a next-generation product was necessary. After all, Q-Suite 5 has flourished. Hundreds of sites have used Q-Suite in many situations. Resellers and system integrators have been happy to white label it, develop products on it, and host it for their own clients.

It’s been more than 2 years since I wrote the Softphones for Contact Center ACD post, and looking back, not a lot has changed as far as the relevance of how softphones can be used and can help cut your startup costs, assuming you are using a free version. A little bit has changed on the softphone landscape in my experience, so let’s talk a bit about the three softphones I mentioned in the original post. Continue reading Softphones for Contact Centers in 2017

Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.

Halloween is pretty awesome, in my opinion. While I don’t necessarily get in character with the amount of dedication that many people do, it’s still a fun little ‘holiday.’ I definitely like hitting the web to see what people come up with for costume ideas. Plus, discounted Halloween candy post-October 31st is nice treat. Let’s switch focus to the contact center ACD and some of the scary moments that can occur if you happen to be the administrator of a contact center. Continue reading Happy Halloween! Scary Contact Center ACD Situations!